Madeleine H. Anderson
Retention Specialist/Customer Service Representative
Manor,TX
Summary
Dedicated payment resolution specialist with multiple years experience in actioning delinquent accounts and performing customer outreach for purposes of retention and growth for the company. Strong proficiency in Amazon Web Service infrastructure to direct workflow and respond to escalations.
Overview
12
12
years of professional experience
Work History
Member Resolution Specialist
American Home Shield Corporation
Austin, TX
02.2024 - Current
- Handled 30-40 escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
Retention Specialist
LegalZoom
Austin, TX
02.2019 - 12.2023
- Advised customers on value of retaining LegalZoom services, upsold on enhanced subscription plans and expedited service.
- Effectively communicated with upset customers to enhance experience and retention rate.
- Escalated customer concerns to appropriate channels in order to address account issues.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
General Manager
Zoe's Kitchen Inc.
Austin, TX
06.2014 - 10.2019
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring over 30 employees on management principles, industry practices, company procedures, and technology systems.
- Managed budget implementations, employee evaluations, and contract details.
Education
Some College (No Degree) -
Austin Community College
AustinSkills
- Customer relations management
Conflict resolution skills
MS Excel/Google Sheets
Persuasion techniques
Accomplishments
- Maintained goal of around $135,000 in Saves and $7,000 in upsells month over month for the year I worked in Retention.
- Top 3 within the entire Sales Department from January to October 2023.
Timeline
Member Resolution Specialist
American Home Shield Corporation
02.2024 - Current
Retention Specialist
LegalZoom
02.2019 - 12.2023
General Manager
Zoe's Kitchen Inc.
06.2014 - 10.2019
Some College (No Degree) -
Austin Community College